Client Software Support Specialist
Who We Are:
Recently named one of Inc. Magazine’s 2018 Best Workplaces, Smokeball was founded by technology leaders with more than 20 years of experience in delivering impactful legal technology products. Our leadership continually strives to develop a company, culture, and team that share a profound love for the law and are compelled to help small law firms find success. Our mission isn’t simple, but it is straightforward: help small law firms be successful businesses so that they can better serve our communities.
If you have been searching for an opportunity with a fast-paced technology company, or if you want to grow roots in an industry that offers huge potential, Smokeball is just what you’ve been searching for.
What We Need:
We are seeking a client-oriented problem-solver who’s excited to learn a new product and become an integral member of the Smokeball family. This Software Support Specialist will act as the first line of software support for our valued Smokeball clients by communicating with them regularly, troubleshooting their software problems, and approaching all client needs with a sense of urgency. Over the course of a week, your responsibilities could include:
- Accurately and proactively creating, maintaining, and resolving tickets through ZenDesk
- Ensuring that all client records are accurate while maintaining client confidentiality at all times
- Testing and reproducing client issues to determine the cause of the problem
- Identifying and communicating relevant information for Tier 2 and 3 issues to next levels for resolution
- Diagnosing and resolving routine and complex technical and product functionality issues
- Contributing to team goals by improving response and resolutions times, as well as client satisfaction ratings
- Creating workaround procedures when standard procedures have failed ensuring issues are resolved in a timely manner
Who You Are:
Company culture is the single most important ingredient to our success at Smokeball. Our core values hang on our walls, are listed in our handbook, and are discussed regularly. Our office thrives on positive feedback from our clients and team members alike and we really, really love small love firms. As a member of the team, it is expected that you will care for your colleagues and our clients from day one and that you will work hard to identify areas we can improve in both aspects. We expect open communication, an open mind, and mad ping-pong skills (okay, not a requirement but definitely a plus).
What You Bring:
- 1 -2 years of direct experience providing software support to clients
- Ability to communicate technical information to non-technical users
- Ability to diagnose and remotely resolve software system malfunctions and operational problems
- Ability to think critically and quickly learn new software
- Excellent written and verbal communication skills
- Capable of managing multiple tasks and projects effectively
- Your DNA: A team player, self-motivated, high energy, ability to cope with a growing/changing environment, fun yet professional
Please note this job description is not designed to cover or contain a comprehensive listing of every activity and responsibility that are required of the employee for this job. Activities and responsibilities may change at any time with or without notice. This job description should not be considered as a contract of employment.